Great idea! Customer support is becoming a big issue for the consumer and an expensive proposition for companies. Is authorized peer support part of a new strategy? I'll be keeping my eye on this.

We are extremely anxious to find ways to use Twitter, blogs, and social networking to create a community among our authors and readers and how publishing will change with the new generation of net savvy customers. We want to know how we can move forward to combine Web 2.0 and publishing, and the changes that are imminent. This is a very high priority within my organization.

Great idea for a topic....

Fantastic! Would love to sit in on this panel.

My main reason for being interested in this topic is that I am interested in receiving better customer support, and I feel that these applications are very promising. I would especially encourage companies examining their support strategies to implement wikis, as I would find these to be a fantastic way to obtain (and give) support. I will be interested to hear more about this panel.

I have a particular interest in wikis. Having followed Will Hertling's blog for many years, I look forward to his presentation.

I believe it's topics like this one that put meat on the proverbial SXSW bone. Both those who manage customer support to those who use customer support have an interest in seeing social technologies used appropriately for the cause of a better support experience. I'll be there!

If it means i can take control of my support experience, and not have to wade through phone menus, before I sove my problem - then I'm ALL for it! Wikis are very powerful, when they are used. I'm very interested in solving the chicken and egg issue with starting a Wiki expressley for corporate support.

Great idea! I would suggest to add "How To" videos shared by customers on the discussion.

William - this looks like a great panel idea! I work with Linden Lab (creators of Second Life) and if you're looking for another panelist, I'd love to talk about how to utilize virtual worlds alongside other types of social media to help reach your customers from a customer support side. I've seen inworld research and focus groups, customer organizing, support conversations and more help extend support out of the browser. Feel free to ping me if you'd like more info or to talk about it ;)